This is really helpful! Thanks @Shari Srebnick for sharing it. I'd love to hear your thoughts or updates since posting if you have time to share. I've found surprising little on this topic and so was especially glad to see the practical application.
Also, I just found this video with a great example of how Quip is used for CS teams - at about 8:30 in. https://www.salesforce.com/video/7829733/